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Outsourced Help Desk Services

Name: Help desk outsourcing
Brand: Simply Contact
Rating: 4.9 (26 reviews)

Help desk outsourcing helps your customers solve tech and account issues quickly, no matter the channel they use. It’s a smart way to improve service quality, boost efficiency, and keep satisfaction high without overloading your in-house team.

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Simply Contact

Ranked among Top Help Desk Companies.

We meet the highest security standards in accordance with PCI DSS, ISO 27001, ISO 27701, GDPR, and HIPAA.

We offer

Tier 1 support

We handle everyday questions and common issues—things like how to use a feature or why something isn’t working as expected. Our agents guide customers with clear explanations and step-by-step instructions, helping them get back on track fast.

Tier 2 support

When problems go beyond the basics, our Tier 2 agents step in. They take the time to investigate deeper issues, troubleshoot thoroughly, and resolve them when no outside expertise is required. It’s hands-on support with more technical depth.

Tier 3 support

Our Tier 3 team takes over for the most complex cases. These issues often require the involvement of developers or product specialists. We coordinate with the right experts, track the case closely, and make sure your customer gets a reliable fix without the back-and-forth.

Reap the benefits of help desk support outsourcing

Outsourcing not only enhances customer support but also drives down costs. With our help desk experience, transparent operations, and flexible, owner-minded approach, we deliver solutions that maximize customer satisfaction and improve overall operational efficiency.

>90%

Quality assurance (QA)

11+

Years of experience

600+

Agents on board

80%+

Customer satisfaction (CSAT)

Trusted by

Help desk outsourcing services for every industry

SaaS

We understand the dynamic nature of SaaS, so our teams are built to scale with business demands, delivering custom support solutions that optimize uptime, manage subscriptions, and improve customer retention.

Fintech, Blockchain & Cryptocurrency

With knowledge of fintech and blockchain technologies, we provide specialized support that ensures compliance, security, and seamless transactions—essential for these highly regulated and complex sectors.

Aviation & Travel

In aviation and travel, prompt, knowledgeable support is key. Our global help desk services help manage booking issues, flight disruptions, and customer inquiries, enhancing the overall traveler experience.

Legal

As a legal help desk partner, we can handle everything from client communications to case management inquiries while maintaining strict confidentiality and adherence to strict legal standards.

Healthcare

Healthcare requires precision and regulatory compliance. Our services ensure secure, compliant support for patient inquiries, appointment scheduling, and medical billing, meeting both safety and privacy standards.

Logistics & Delivery

In logistics, timely, efficient support is essential for managing orders, deliveries, and customer expectations. We help streamline tracking systems, delivery inquiries, and issue resolutions, ensuring smooth operations across the supply chain.

E-commerce

Customer support in e-commerce needs to be fast and efficient. We apply help desk best practices to resolve order issues, product inquiries, and returns, reducing operational friction in a high-demand environment.

Media & Entertainment

In media and entertainment, customer support must be both responsive and knowledgeable. We assist with content access, account issues, and subscription services, ensuring customers get timely resolutions in a fast-paced industry.

End-to-end outsourced help desk support

Quality assurance

Real-time, customized analytics

Recruitment

Uninterrupted operations

Inhouse training center

IT setup and maintenance

We provide proven results

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Describe your project and scope of tasks and have our manager prepare a customized proposal tailored to your specific needs.

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Why choose us?

Proven success across industries like Aviation, Travel, Retail, FinTech, Government, and Delivery.

Customer-focused methodologies, including CSAT and NPS tracking, drive continuous improvement.

Top-tier data security with PCI DSS, ISO 27001, ISO 27701 (PIMS), GDPR, and HIPAA compliance.

Help desk support outsourcing solutions that create exceptional customer experiences around the globe.

Fast implementation with operational transparency and dedicated professionals.

Scalable solutions with the ability to add 50 agents per month to match growing demands.

Multilingual support in over 20 languages for maximum reach.

24/7 global help desk services ensure round-the-clock customer support.

An owner-like approach that maximizes positive outcomes and cost-efficiency.

How we ensure high-quality service

Meticulously study customer feedback at our regular feedback sessions, which helps us identify areas for improvement and adapt our approach.

Conduct quality checks and analyze the results with supervisors, coaches, and project managers to ensure high standards are maintained.

If we identify any skill or knowledge gaps, we arrange targeted training sessions to address them promptly.

Align our communication with the client's specific tone, language, and values, maintaining brand consistency while delivering excellent support.

Continuously monitor and adjust our processes to ensure that the quality of service remains consistent.

Our awards & certifications

PCI DSS

Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

ISO 27701 (PIMS)

Simply Contact is certified under ISO 27701 (PIMS), the international standard for privacy information management. Achieving this certification demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.

HIPAA

HIPAA is a U.S. law that sets strict standards for protecting personal health information (PHI). Simply Contact achieved HIPAA compliance, ensuring the protection of sensitive data and adherence to privacy and security standards in industries such as healthcare, insurance, and health tech.

Reviews

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses.
They are attentive to our requirements and are quick to implement any necessary changes. Their team is not only professional and efficient but also proactive in addressing potential issues.
There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

Stacey Warder

Head of Support, Ditto Music

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FAQ

What is help desk support?

Help desk support is a service designed to assist customers by managing and resolving their inquiries or issues. It acts as a centralized platform that helps organize, track, and automate customer requests, ensuring no issue goes unnoticed. Through multiple channels, customers can engage in live chats with support agents, receiving quick assistance or troubleshooting advice. The help desk function is to streamline the resolution process, enabling customer support teams to respond to and resolve issues efficiently.

What are the duties and responsibilities of help desk support?

Help desk support involves providing dedicated assistance to customers, ensuring their issues are addressed in a timely and effective manner. Outsourcing this service allows your in-house team to focus on more strategic tasks. To address help desk challenges, we categorize our support into three tiers based on the complexity of the issues. Each tier is handled by skilled professionals, and when necessary, we escalate the matter to the appropriate experts to ensure a swift resolution.

Do you provide multilingual help desk support?

Yes, we provide comprehensive multilingual help desk support in over 20 languages. This allows us to serve a wide range of customers across the globe, ensuring that language barriers never hinder your ability to deliver exceptional service. Our help desk staff is ready to handle inquiries of your customers in their preferred language, providing consistent and reliable support.

Can you integrate with our CRM and ticketing systems?

Absolutely! Our help desk services can be easily integrated with your existing CRM and ticketing systems. This integration ensures that all service requests, customer data, and communication history are synced seamlessly across platforms. It streamlines your internal workflows, allowing your team to manage and resolve issues more efficiently while providing your customers with a smooth, hassle-free experience.

Do you offer 24/7 service?

Yes, we offer 24/7 help desk support, so your customers will always have access to assistance whenever they need it. Our team is available around the clock to resolve issues, answer questions, and keep your business running smoothly. Whether it’s during peak business hours or in the middle of the night, you can rely on us to provide uninterrupted, high-quality support for your customers.

How much do help desk outsourcing services cost?

Help desk companies offer different pricing models. Here are the most common options:

1. Pay per ticket: With this model, you pay for each incident or ticket resolved by the support team. The average cost per ticket is typically around $20, but it can vary based on the complexity of the issue.

2. Pay per call: This model charges you for every call handled by the outsourced help desk. While simple, it may be less efficient, as some issues require multiple calls to resolve fully.

3. Pay per minute: In this model, you’re charged based on the amount of time an agent spends addressing a customer’s issue. This is best suited for situations where interactions are typically brief to avoid excessive costs.

4. Pay per agent: Here, you pay a flat rate for each help desk agent dedicated to your account. This option provides you with specialized agents who become familiar with your systems and processes, ensuring high-quality, efficient support.

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